Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight
Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo AnhQuanCUSTOMER LOYALTY IN VIETNAM’S HOTEL INDUSTRY:THE ROLE OF SERVICE QUA Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delightALITY, CUSTOMER SATISFACTION, HOTELIMAGE AND CUSTOMER DELIGHTID: 22120025MBUS 3.1MASTER OF BUSINESS (Honors) SUPERVISOR: Prof. Nguyen Dong Phong Dr. Nguyen Phong NguyenXI—r-XL m;—X2ACKOWLEDGEMENTI would like to express my sincere gratitude to Prof. Nguyen Dong Phongand Dr. Nguyen Phong Nguyenfor the Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delightir advice and supervision to complete the thesis.I wish to thank you for my colleagues, friends and family for their support and encouragement duringCustomer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight
the process of thesis writing.I would like to thank allstaff from International School of Business-UEH for their time with providing me necessary infoUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo AnhQuanCUSTOMER LOYALTY IN VIETNAM’S HOTEL INDUSTRY:THE ROLE OF SERVICE QUA Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delightnam’s hotel induslry.A questionnaire is developed based on previously measurement scales and then sent to 3-star hotel guests in central of I Io Chi Minh and Ila Noi City. Thercscarch provides an insight into the role of service quality, customer satisfaction, image and customer delight in enhancing Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight customer loyalty. The result proposes that loyalty of hotel guests influence the most by customer delight, which is followed by customer satisfactionCustomer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight
and hotel image.Keywords: hotels, restaurants, service quality, customer satisfaction, image, customer delight, customer loyaltyTABLE OF CONTENTSTABLUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo AnhQuanCUSTOMER LOYALTY IN VIETNAM’S HOTEL INDUSTRY:THE ROLE OF SERVICE QUA Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delightODUCTION..............................................................81.1Background.........................................................81.1.1The crucial role of hotel industry in Vietnam..................81.1.2Benefits of customers loyalty....................................................... Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight...91.2Research gap......................................................101.3Research objective...............................................111.4ReCustomer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delight
search scope...................................................111.5Contributions and implications...................................121-6 Structure oUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo AnhQuanCUSTOMER LOYALTY IN VIETNAM’S HOTEL INDUSTRY:THE ROLE OF SERVICE QUA Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delightAND HYPOTHESIS DEVELOPMENT.............................132.1Theoretical background...................„..................... 132.2The hypothesis development and proposed model,,..„..„..„..„..,..,...,..192.2.1Relationship between service quality and customer loyally....192.2.2Relationshin between cus Customer loyalty in vietnams hotel industry the role of service quality, customer satisfaction, hotel image and customer delighttomer satisfaction and customer loyalty 20UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo AnhQuanCUSTOMER LOYALTY IN VIETNAM’S HOTEL INDUSTRY:THE ROLE OF SERVICE QUAUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo AnhQuanCUSTOMER LOYALTY IN VIETNAM’S HOTEL INDUSTRY:THE ROLE OF SERVICE QUAGọi ngay
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